IT Service Specialist

Summary

The IT Service Specialist is involved in all aspects of the Help Desk. The role provides support in the hardware refresh lifecycle by provisioning new computers and participating in the Helpdesk Level 1 support rotation for Greenleaf Trust and its associated entities.

• Provision new hardware by applying an OS image and installing the application suite required by the user community.
• Identify and learn the software and hardware used and supported by the organization.
• Serve as the Helpdesk Level 1 point of contact to the end user community and facilitate responses to questions, problems or requests for assistance.
• Provide after-hours support in rotation with the BIS Technical Team (one week every 4 weeks).
• Document all pertinent service issue resolution information.
• Prioritize and schedule service issue resolutions. Escalate issues (when necessary) to Level 2 support technician.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Install software applications on end user desktops.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• As needed, perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Understand the importance of customer satisfaction and work cross-functionally.
• Maintain service level agreements with the user community.
• All other duties as assigned.

Greenleaf Trust is committed to exploring diversity, equity, and inclusion, both within the organization itself, and the communities in which we serve. We continue to seek opportunities to give back and serve, work to ensure our actions are better and more inclusive and to provide opportunities for our team members to uphold the same expectations.

Employees are required to comply with all information and physical security policies and procedures. Recurring training in information and physical security policies will be provided throughout your period of employment. Participation in the training is required. Refer to the Personnel Information Security Guide and the Information Security Policy Manual for further guidance on information security responsibilities and expectations.

• Basic IT or Helpdesk experience.
• Previous experience within a Help Desk/Service Desk environment preferred.
• Working knowledge of network and/or PC operating systems, including Windows 10.

• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
• Occasional inspection of cables in floors and ceilings.
• Lifting and transporting moderately heavy objects, such as computers and peripherals.
• Ability to easily bend and crawl in small spaces if needed.

• Regular and predictable attendance in the Kalamazoo, Michigan office is required.
• Our normal operating hours are Monday through Friday from 8:15 a.m. to 5:00 p.m.

Entry level

Full-time

Information Technology